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FAQs

Browse the Burleigh Surf frequently asked questions by selecting a category below. If you have a question that is not listed, please contact us.

Booking & Check-In

Information about bookings, payments and check-in.

Q: What time is check-in and check-out?

Check in: 2.00pm - The guest who made the initial booking must be present at check-in. Guests must be at least 18 years of age and provide valid Photo ID and a Credit card pre-authorisation at check-in. If no credit card available at check-in a $500 security deposit is required.

Checkout: 10.00pm - If departing prior to 9:00am please ensure your bill is finalised the day before. If there are any outstanding charges due on the account, the balance will be processed automatically against the credit card provided at check-in.

SAME DAY BOOKINGS: All bookings made for arrival the same day MUST arrive during office hours.

Q: Do you require a security bond upon check-in?

They MUST be 18 years of age and provide current Photo ID and valid Credit card for a $200 pre-authorization for the security bond on check in. If no valid credit card available at check in, a $500 cash security bond is required and is fully refundable, provided no damage has occurred.

Q: Is after hours check-in available?

Reception Hours are:

Monday to Friday 8:30am - 5.00pm

Saturday & Sunday 9:00am - 4.00pm (closed between 12:00pm-1.00pm)

Public Holidays CLOSED

If your arrival time is outside of our reception hours, our after-hours services will attend to you by following the instructions located at the main reception doors.

BOOKINGS MADE ON THE DAY OF ARRIVAL MUST BE MADE BY 2PM TO GUARANTEE ROOM & ARRIVAL MUST BE WITHIN RECEPTION HOURS.

Q: Can I have a late check-out?

Checkout time is: 10am

In-house guests can request a late checkout however this is subject to availability and surcharges may apply- depending on time.

Q: When do I have to pay a deposit?

*Non Refundable deals OR you have booked to travel within 30 days prior to arrival*

Full payment at time of booking, no refund or cancellation.

*Traveling in more than 30 days prior to arrival*

Valid credit card required at time of booking to secure the room. Full payment is processed 30 (thirty) days prior to your arrival. The credit card provided at time of booking will be charged for the full payment UNLESS alternate arrangements have been made directly with the resort PRIOR to 30 days before your arrival. If you cancel once full payment has been made or within the 30 days or less prior to arrival, there is no refund.

Q: What are the reception hours?

The reception hours are Monday to Friday 8.30am to 5.00pm, Saturday and Sunday 9am to 4pm. Public Holidays CLOSED

Q: Can I book theme park tickets at reception?

Q: What are the payment terms and conditions on booking?

*Important Information*

Guests booking to travel in the next 2 days MUST contact the resort directly in order to confirm their reservation. These bookings MUST arrive within the designated reception hours unless otherwise arranged with the resort PRIOR to arrival.

*Non Refundable deals OR you have booked to travel within 30 days prior to arrival*

Full payment at time of booking, no refund or cancellation.

*Traveling in more than 30 days prior to arrival*

Valid credit card required at time of booking to secure the room. Full payment is processed 30 (thirty) days prior to your arrival. The credit card provided at time of booking will be charged for the full payment UNLESS alternate arrangements have been made directly with the resort PRIOR to 30 days before your arrival. If you cancel once full payment has been made or within the 30 days or less prior to arrival, there is no refund.

Q: Group Bookings

GROUP BOOKINGS: Please note for bookings of 4 or more rooms, different policies and procedures may apply. For further information please contact the property in advance, using the contact details found on the booking confirmation’.

FAQ Categories

Services & Facilities FAQ's

General information about our accommodation services and on-site facilities.

Q: Is there Internet or WiFi access available?

We offer our guest’s a complimentary 24hr Wi-Fi connection from their apartment. After the 24hrs a surcharge does apply. There is also an internet kiosk operational from the Games Room area during opening hours only.